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Manager – Technical Support Engineering
Classy
Posted on 1/17/2023
INACTIVE
Locations
Remote
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
HTML/CSS
Management
React.js
Communications
Requirements
  • 5+ years experience in support management (IC level 1- 4)
  • Basic frontend and backend competency in popular coding languages (preferred: APIs, CSS, HTML, React)
  • You enjoy empowering users with the knowledge to do things for themselves in the future, not just fixing things for them
  • Proven technical problem solving, business process development, and analytical capabilities
  • Exceptional written and verbal communication skills; ability to communicate effectively with all levels of employees, clients, and executive management
Responsibilities
  • Manage, motivate and develop the technical support engineering team
  • Monitor and maintain agent productivity levels in accordance with targets and KPI's
  • Ensure directs have the necessary skills and knowledge to fulfill their roles through consistent and regular 1-1's, process building and regular training sessions
  • Step in as the major incident manager for all products when a P0/1 incident occurs and responsible for ensuring full major incident process is followed from start to resolution; work hand in hand with the Fraud and Escalation manager
  • Managing/directing troubleshooting documentation and training resources for all core pods
  • Provide monthly reports on Team KPIs, Performance, Health Checks & Incident Management
  • Alignment cross-departmentally to ensure product releases are well communicated
  • Mentor and coach team in troubleshooting issues and ticket writing best practices
  • Utilize monitoring and reporting tools/management tools to monitor overall health
GoFundMe

201-500 employees